Colored vertical lines when scanning or copying from ADF or Glass on HP 7740 Office Jet

[TimR-78]

Our HP Office Jet 7740 displays full length vertical multi-colored lines on scans taken from ADF or Glass. In addition, attempting a copy from ADF or Glass the EXACT same colored lines appear on the printed copy. I have done the following:

Remove power 5 minutes

Restart and Factory Default from panel

Remove power 5 minutes

Test and problem remains

Upgrade to current firmware

Remove power 5 minutes

Retest and problems remain.

Any thoughts as to what else I can try? I'm sure it is not a hardware issue but I can't seem to get the issue to resolve even with all the system resets. I can provide a snapshot that shows the issue

[Elohi_NR]

Hi @TimR-78,

Welcome to the HP Support Community. 

Do not worry, I'd be happy to help you! 

I appreciate your efforts in trying to resolve this issue by performing the necessary troubleshooting steps.

I understand you are getting vertical lines while scanning/copying using the top feeder (ADF) on your Officejet printer. This issue is mainly caused due to ink/dirt on the ADF glass strip. Please try the below-mentioned steps to fix this issue:
 

1. Make a blank copy using the ADF. Ideally, you should get a blank document with the vertical lines.
2. Keep the output page on your flatbed/main scanner glass facing towards you.
3. Follow the line or streak on the paper to the area on the ADF glass that is causing the issue. Thoroughly clean the thin “White ADF scanner lid strip” and the “Glass ADF scanner strip” using a lint-free wet cloth.
4. Check the figure below. 3 is the Glass ADF strip & 2 is the White ADF scanner lid strip.

 

Let me know how that pans out.

Keep me posted for further assistance.
Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[TimR-78]

Elohi_NR,

Please note the initial description shows the colored lines appear exactly the same whether done from the glass or from the ADF. The scanner lid and the ADF lid strip are clean yet produce the exact same results if scanning a blank page, no page, or copied page. Other discussions seem to have been fixed through software means but this scanner doesn't seem to want to work without the half page of colored scanned lines.

Happens either Glass or ADF

[Elohi_NR]

Hi @TimR-78,

Thank you for performing the recommended steps, I see that it has not helped. 

This might require one-on-one interaction to fix the issue via remote assistance as this could be a hardware issue. 

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

[Repairatrooper]

This is a documented hardware failure and you should contact HP tech support and demand a replacement.

[TimR-78]

Repairatrooper,

I appreciate your response but have seen other discussions where software/firmware/factory defaults seemed to clear up the issues like what I am experiencing which makes me think it might not be a physical hardware issue. Can you please provide links to where HP has documented this as a known failure and they should replace the device? Of course, the printer has recently gone out of warranty and the HP support technician said I needed to buy/upgrade to a new printer. I'm usually a promoter of HP printers but I may need to rethink this!

Tim

[TimR-78]

Elohi_NR,

I contacted the HP Support number you provided and was told/recommended that I upgrade my device. I may be looking to go with another MFG as the unit isn't that old and I'd rather not deal with product that fails and isn't supported as it should be.

Tim